Experience

REMOBIS REFUND SERVICE C.V.

• Netherlands
• Financial Services
• 1 - 100 Employee

• VAT Refund Service Specialist

  • Feb 2019 - Present

  - Representative of transport companies in EU and non-EU countries. - Carry out all core VAT refund related processes: document verification, refund application handling, appeal handling, customer service and account management for VAT and Excise Duty refund.- Achieve maximum VAT refund with legal guidelines and practices.- Deliver quality service to the customers and business partners, quickly and effectively solve customer challenges.- Build up and maintain professional working relations with Tax Authorities.- Applications and data processing (SAP operating).- Achieve maximum refunds for our customers by processing their tax claims speedily and correctly- Deliver excellent service to both internal and external relations- Stay up to date with relevant knowledge and skills in the Customer Operations area- Work closely together on projects and support each other and other parts of the business in times of deadlines- Actively contribute to the development of the department by providing constructive input Show less

• VAT refund specialist

  • Feb 2019 - Present



Voxpro

• Ireland
• Outsourcing and Offshoring Consulting
• 200 - 300 Employee

• Fraud Prevention Specialist at Airbnb

  • Mar 2018 - Feb 2019

  Responsibilities: 1. Create and Maintain a Trusted and Safer Environment; 2. Detect and prevent fraud, spam, abuse, security incidents, and other harmful activity; 3. Conduct investigations and risk assessments; 4. Verify or authenticate information or identifications provided by users; 5. Conduct checks against databases and other information sources; 6. Comply with company's legal obligations; 7. Resolve any disputes with any of users and enforce company's agreements with third parties and other policies; 8. Enforce Terms of Service, Payments Terms, and other policies. Show less



Western Union

• United States
• Financial Services
• 700 & Above Employee

• Agent Database Administrator

  • Aug 2013 - Mar 2018

  1. The primary responsibility is to setup new agents in company's systems and maintenance of already existing Key Account agents;2. Processing within 'Standart Response Times' and according to 'Standart Operating Procedure' location-related requests submitted by internal and external customers;3. Comply with high accuracy levels, independency, proactiveness, responsibility, sense of urgency and reliability in order to ensure the correct application of standart configurations, as well as security and control policies for specific agents, countries regions;4. To detect, correct or escalate error or inconsistencies in already existing records in order to actively contribute towards 'database integrity';5. To provide high quality support to 'Field Operations Teams' and other WU departments, by properly handling their requests, creating specific queries/reports and foreseeing possible issues, which must be prevented;6. To detect and define improvements on departmental procedures and tools. Show less

• Agent Support Specialist, GSS EMEA

  • Mar 2011 - Aug 2013

  Ensuring excellent quality service is delivered to WU Russia & CIS Agent Support including financial & non-financial transaction changes, Payment Confirmations, preparing documents for NPC, OFAC transactions, Limit Raises, Accounting Adjustments, Technical Issues, Assist in payout. Work closely with other departments within Western Union.

• Online Customer Support Specialist, GSS EMEA

  • Mar 2011 - May 2012

  Western Union WU.COM Customer Support for Poland (Polish, English): Inbound, outbound and off-line tasks related WU on-line transactions authorization & customer care.



Transcom

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Leader

  • Mar 2006 - Jul 2007

  Responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.1. Providing daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.2. Providing continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to the customers.3. Providing statistical and performance feedback and coaching on a regular basis to each team member.4. Writing and administering performance reviews for skill improvement.5. Being available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.6. Ensuring employees have appropriate training and other resources to perform their jobs.7. Responding to and resolving employee relations issues expressed by team members.8. Creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level.9. Addressing disciplinary and/or performance problems according to company policy.10. Preparing warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.10. Assisting the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.11. Working as a member/leader of special or ongoing projects that are important to area/process improvement.12. Sharing continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively. Show less

• Customer Service Representative

  • Apr 2002 - Feb 2006

  ▪ Inbound and outbound calls performance including customer care, sales and researches, credit collection;▪ Work with databases.